Why AI powered patient navigation technology is winning over apps and patient portals?
Healthcare consumers range from tech-savvy millennials accustomed to quick click-throughs to straight answers — to patients with little confidence or competence in computing tools. In either case, just three words can summarize the potential value-added of patient portals to consumers: ease of communications, fast solutions and efficient chronic disease management — but only if the portals are actually integrated into patients’ lives.
Similarly, healthcare providers can achieve at least three big benefits from patients’ portal-usage: greater efficiencies, cost-savings and improved health outcomes — again, only if patients use their portals. But with only 20% of patients regularly relying on portals, many benefits have been unattainable. Why are most portals realizing so little of their promise?
In 2017 the GAO reported that nearly 90 percent of providers were offering access to a patient portal, but less than one-third of patients had used theirs. Of those who enrolled, only 20 percent used theirs regularly. ONC published a more dismal report in April 2018: only 52 percent of patients were offered online access to their records, and 28 percent actually viewed them — mostly just once. The good news: of those using their portals, top reasons were to get lab results (85 percent), refill a prescription or make an appointment (62 percent), and message with their provider (48 percent).
But they didn’t come back.
Usage of patient portals is abysmal, especially considering “nearly nine in 10 Americans are online; Facebook has 214 million users in the United States and 77 percent of Americans own a smartphone,” according to Rebecca Vesely of the Association of Health Care Journalists.
80% of Internet users, about 93 million Americans, have searched on health-related topics online (Pew Reseach -2018). Why don’t more consumers seek their own health information or use portals to participate in their personal healthcare?
Why Portals Aren’t Delivering on Their Promise.
As recently as five years ago, the only way a patient could interact with a caregiver about his or her healthcare was through a one-on-one visit. That’s how it’s “always been” for most of us. Even today, plenty of physicians won’t provide a patient test results without a visit; in the last year when two of my physicians insisted on such an unnecessary (and presumably revenue-focused) visit, I switched to new providers, knowing I now have other communication options.
— Patient portals are a policy-driven concept, with little buy-in from healthcare providers.
Acceptance of the portal concept continues to be slow, especially within physicians’ offices and small to middle size hospitals. Though these providers implemented portals via their Meaningful Use / MIPS incentives, portals are often not treated as a central communications tool. Patient engagement? Yes…a laudable objective for policymakers — but many physicians already lament the deep cuts in their daily patient schedule that have been created by complex EHR-related obligations. The added work of portal interaction has been the opposite of a pot-sweetener, despite touted financial benefits.
Many patients don’t understand that portals exist for their benefit (even if they’ve received informational handouts), and if they do know, that’s not enough to take a potentially confusing, time-consuming online leap at a time when they’re worried about a health condition.
The reality is that from a historical perspective, the portal communications concept represents a radical expansion of the patient-provider relationship into new territory, and neither group had much of a say in it. By definition, a new communications model that gives patients the front row privilege of taking greater charge of their own healthcare may seem to physicians and hospitals as a move into a back row. A new communications model to many patients may seem complicated and unnecessary, especially when they have no obligation to use it.
— Patient portals remain siloed.
The AI powered Patient Navigation
Addressing the 3 major pitfalls of the patient portals and more
Building trust through right navigation and retail like easy access
Patients, who were the very retail consumers who could easily put in their natural layman query on the websites to get to the right products, filter based on their choices and preferences and then lastly feeding their personal details are today being asked to login, directed to legacy portals and choose from a huge list of super specialities about which they have no idea and most importantly all of this, while in pain or suffering.
With Praktice.ai Patient Access systems like the AI powered chat or voice, patients easily explain their medical concern or type of service they need and the AI system using the power of computation on 200 different parameters navigates the patients to the right care option on their current context. There are no logins needed, no apps downloading, addressing right on the internet, right on the device.
Consistency across the care continuum
The decision of seeking for a care option to making a choice on a specific care option is a long process of building the trust on a healthcare system amidst several options available online. What strikes at the very point patient seeking for a care option is to be able to understand the patient's specific case and address all that the patient needs as their preferences for a care option while maintaining the operational aspects of the hospital like the referrals, provider preferences, insurance, authorisations, availabilities etc.
The Praktice AI system incorporates all the elements of decision making right from understanding the patient's need of a specific type of procedure or choice of the provider, with the support, advocacy and technology, helping navigate them to the highest quality, most cost efficient doctors and facilities for their care, explaining on the multi disciplinary needs for specific cases to incorporating the successes within the patient interactions in treating such specific cases at the hospital as videos etc.
Praktice AI provides autonomous patient navigation technology for healthcare systems to enhance the care delivery while improving the experiences.
Contact us for more information: or sales @praktice.ai